Service Design ThinkingLaajuus (2 cr)

Learning objectives

The student can explain the concepts of service design and its processes. The student can also analyze current service products to make suggestions for improvements.

Contents

- Service Design Thinking and Customer-Centric Approach
- Service Design Concepts, Tools and Processes

Starting level and linkage with other courses

No prerequisites

Implementation methods, demonstration and Work&Study

Virtual course

Assessment criteria - grade 1

When the implementation type of the course is CONTACT, ONLINE or BLENDED it is required that the student is present during those teaching hours that are marked in the study schedule. If you are absent more than 25 %, your grade will be lowered by one. If you are absent more than 50 %, the course is failed.

After completing the course, the student knows the basic concepts related to service design and methods. S/he is able to name some of the goals of service design processes.

Assessment criteria - grade 3

After completing the course, the student is able to describe the key concepts and processes of service design and methods. S/he understands their connection to business goals.

Assessment criteria - grade 5

After completing the course, the student masters the most important concepts and processes of service design. The student can choose some methods at each stage of the service design process and use them to locate development targets in a customer-driven manner.

Learning materials

Polaine, A., Løvlie, L. & Reason, B. (2013). Service design: From insight to implementation. Brooklyn, NY: Rosenfeld Media.
Stickdorn, M. (2018): This is service design methods: A companion to this is Service design doing.
Lecture materials, articles, cases, video clips, etc.